Introduction

KodyPay is an ethically-focused payment services provider with customers being at the very heart of what we do. We are fully committed to providing the highest standards of customer service.

Our customers are our most valuable asset and our aim is to ensure we deliver a user-friendly, robust and reliable service. As part of our overall approach we are fully committed to treating our customers fairly and as such we endeavour to meet their expectations of high quality service.

Regulation

Although KodyPay is not regulated, our TCF policy is centred around the guidance provided by the FCA to ensure we consistently deliver fair outcomes to our customers. We take responsibility for everyone at KodyPay involved in providing an enhanced service quality to customers, based on a culture of openness and transparency. As a payment services provider we take the guidance of the FCA seriously.

The FCA has outlined 6 key themes which are central to the TCF initiative:

• Consumers should be confident that they are dealing with a company where treating customers fairly is embedded in the corporate culture
• Services marketed and sold are done so with the aim that they meet the needs of the customer and are targeted accordingly
• Consumers should be provided with clear information and are kept appropriately informed before, during and after the service provision
• Where advice is provided, it takes into account a clients individual circumstances
• The services provided are of an acceptable standard
• Consumers do not face unreasonable barriers to make a complaint

Our aims

We have set out below how we aim to ensure these principles are embedded in our approach to dealing with our customers:

In upholding TCF commitments, KodyPay will ensure the following:

• That all documentation is clear, concise, fair and not misleading
• No individual customer will be pressured into adopting a particular product or service without being fully aware of the associated terms and conditions
• That all customers fully understand the implications of entering into a specific service or contract as well as fully understanding the impact of future decisions which may amend original contracts etc.
• That customers are made fully aware of cooling off periods when changes are made to formal contracts
• That a regular analysis of complaints received, if applicable, is undertaken in order to monitor/highlight individual or collective training needs or to amend policy or procedure where necessary
• That changes in customer circumstances are fully considered and evaluated where they have a direct impact on a customer’s ability to fulfil obligations or where such circumstances are likely to have an impact at some stage in the future.
• That after sales customer care facilities are available for customers who have queries or concerns over services/products they have entered into agreement with
• That the all our customers are kept up to date with relevant information and product updates as and when required through a clear, consultative communication policy.

The above list is not exhaustive and KodyPay is fully committed to evaluating any given scenario affecting individual customers or services on offer.

Our commitment

Our priority is to provide our customers with an excellent service underpinned by quality and choice. We are committed to ensuring that our customers want to buy our services, stay with us and recommend us to their friends, families and colleagues.

Our service is shaped by listening to our customers' needs and understanding what is important to them. We take responsibility for meeting the needs of our customers and always look for ways to improve the quality of our service. We aim to treat our customers fairly and deliver high quality service which meet their expectations throughout their relationship with us.

We recognise that our staff are critical to delivering a positive customer experience and ensuring our customers are treated fairly. Our culture and values encourage and support our staff and volunteers to do this.

We respond in a timely manner to our customers and potential customer’s questions and queries and address any issues or concerns promptly. Customer complaints are dealt with and escalated as appropriate and as required by us in order to meet our obligations to our customers.